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Yelp // local business reviews
Phoenix, Arizona, United States    Posted: Saturday, February 13, 2021
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Yelp's User Operations department is looking for a self-motivated, positive-thinking, & detail-oriented individual to join our team as a Support Associate.

This position is 100% remote & provides email-based support to Yelp's community of users & business owners, in addition to working cross-functionally to support our internal teams. 

The Support group receives a myriad of inquiries ranging from account access help, assisting with claiming business pages, processing transaction refunds, bug/usability vetting & everything in between. Each & every case is different & presents a unique opportunity to be a problem solver. No matter the case type or concern, we're advocates for our user community & ready to research & effectively resolve all Yelp community issues at hand. As Yelp relies on our awesome community of users & business owners to thrive & succeed, our #1 goal is to ensure that our user experience is top-rated.

The primary responsibility of this role is to own & manage the escalation channel from internal & external reports of community abuse, & advise on best practices for navigating sensitive disputes. You'll be required to do extensive research on a given case & craft solutions that keep our community's best interests at heart while upholding Yelp's Terms of Service. You must be ready to take on a new & different challenge everyday - no two days are alike.

This is a very involved role requiring a high demand of attention to detail, understanding your audience & interacting with all members of the organization. You'll be required to skillfully de-escalate situations, clearly communicate decision making through appropriate channels & create action plans to solve policy/process hurdles as they come up.

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